- Transactions monitoring - Managing AML-CFT alerts - Investigating and questioning clients - Documentary Fraud analysis - SARs writing - Participation in the Continuous Improvement program of the service (Lean Management) - Training of junior analysts

Responsible for :- reviewing client transactional activity to identify and confirm fraudulent activity, impersonations, or first party fraud - examining parameters & statistical information, cross-checking sensitive data from various sources, providing a conclusion to the investigation and making appropriate recommendations- determining root causes and mitigating losses to CIBC and PC Financial on suspected fraudulent activity and identity theft- reviewing recorded calls and camera footage to identify weaknesses and points of compromise and ensure quality assurance and integrity of our client’s data- handling difficult conversations both in French and English while providing effective customer service in circumstances involving potential impersonations, scam victims, friendly fraud or first party fraud- educating customers about identity theft and fraud prevention, by providing them safeguard steps and ways to protect themselves against scams, schemes, phishing, malware, friendly fraud and all other types of criminal deceptions- reaching consensus between various Lines of Business on resolution of complex files in a timely manner, from branch to Ombudsman, including Telephone and Online Banking partners, Divestiture, etc. to other external stakeholders (clients and their relatives, local Police stations and officers, RCMP, merchants, Credit bureaus, etc.)- detecting and referring new fraud trends and patterns in order to block potential impacts to our clients (time sensitive)- Usage of multiple IT environments, in highly multitasking and fast paced conditions, with usage of over 30 proprietary and non-proprietary banking applications- participating in the enhancement/upgrading of monitoring systems and identifiying opportunities to modify existing programs and procedures - ensuring minimal risk exposure and protecting the reputation and integrity of CIBC and customer privacy

Responsible for investigating account transactions in order to determine possible fraud or unusual activity- Analyzed and investigated suspected fraud activities and took appropriate action based on standardprocedures (block Vs remove restrictions)- Validated client’s identity and provided effective customer service to CIBC and President’s Choice Financial customers by telephone, to convey factual information relating to suspected fraudulent activity- Monitored unusual activity using multiple and various applications/systems- Worked with NRM, CIBC partners, customers, and CIBC frontline employees, to validate and gather required information on suspected fraud to reach resolution- Handled difficult conversation and detected fraudsters over the phone- Probed client’s using risk management principles and reverse psychology to collect as much relevantinformation as possible- Detected abnormal or fraud patterns and reported them to the appropriate parties- Processed complex reimbursements to customers and merchant’s chargebacks

Verbal and written communication to internal/external customers and partners inquiries received through AS400/TSYS 2 Queues and EmailsCompleted requests for Global Money Order, Credit Balance Refund, Monetary adjustment, Balance Transfer, and generated cardholder correspondenceInvestigated and responded to inquiries relating to Award Programs and taken appropriate action toresolve issues, including:- Complaints regarding orders, and returns. Diarizing merchandise returns to ensureaccount and points are adjusted appropriately,- Updated catalogue merchandise masterfile on TSYS regarding new or discontinueditems and advising customers of “Back order” items,- Prepared financial and/or bonus point adjustments on accounts as warranted throughreports or emailsIdentified opportunities, recommended and implemented solutions to modify existing processes in order to validate that procedures are accurately documented on OSTProvide on-going support to the Customer Support Clerk job functions(Executed as a Manpower's assignment)

Key Account orders handlingResolve or escalate to manager inquiries from customers regarding their ordersStudy on the process of matching agencies and territoriesBusiness processes analysis and optimizationSetting up of productivity toolsData base management Operational application of national sales agreementsSupport to permanent collaborators from national agencies

Incoterms review of the Business UnitCreation and follow up of exception orders data baseWeekly reporting and tables matching, setting up of pivot tables, concatenated and compiled dataData reconciliation from different reports into one single spreadsheetIntroduction to delivery performance analysisCreated the Business Unit's Ishikawa diagram in the framework of the 5S+1 programCreated the flowchart for the Matis Aerospace's account.

Assisted the International Department's Director in his daily activity (represented him during local convention, organised and made reports of business meetings)Logistic handling and international project operational follow upWelcomed and taken care of foreign delegations during their visit on the campusClassical secretary tasks

In charge of the exploitation of IT proceduresChecked and ensured the smooth running of print processBasic computer maintenance Assisted the sorting office, requested management controller initials for specific IT budget.